Methods Of Handling Problems Through Phone Call In Bali Government Tourism Office

• Main Author: Faiz Adipraptama
• Format: Theses and Dissertations NonPeerReviewed
• Language: English; English; English; English; English; English; English; English; English
• Published: 2020
• Subjects: G154.9-155.8 Travel and state. Tourism; P87-96 Communication. Mass media
• Online Access: http://repository.unair.ac.id/99100/1/1.%20COVER.pdf; http://repository.unair.ac.id/99100/2/2.%20TABLE%20OF%20CONTENTS.pdf; http://repository.unair.ac.id/99100/3/3.%20CHAPTER%20I%20INTRODUCTION.pdf; http://repository.unair.ac.id/99100/4/4.%20CHAPTER%20II%20DEPARTMENT%20PROFILE.pdf; http://repository.unair.ac.id/99100/5/5.%20CHAPTER%20III%20DISCUSSION.pdf; http://repository.unair.ac.id/99100/6/6.%20CHAPTER%20IV%20CONCLUSION%20AND%20SUGGESTION.pdf; http://repository.unair.ac.id/99100/7/7.%20REFERENCES.pdf; http://repository.unair.ac.id/99100/8/8.%20APPENDICES.pdf; http://repository.unair.ac.id/99100/9/9.%20PERNYATAAN%20KESEDIAAN%20PUBLIKASI.pdf; http://repository.unair.ac.id/99100/; http://lib.unair.ac.id
• Institution: Universitas Airlangga

Several points can be concluded based on the final report and the internship program. First of all, the customer care staff must understand how to make every phone call successful. The term successful means that every information exchanged between both parties are understandable. The approaches and methods that the writer researched from the works of literature are mostly used during his internship as a customer care service staff. From the steps of making a successful phone call, dealing with customers, solving customer problems on the phone, and intercultural communication are used during his internship as a customer care staff. Out of all literature used as references, he only found two approaches that are used in intercultural communication, which is language and anxiety in communication. Other than that, the writer concluded from the experience he had during the internship that all approaches and methods from the literature are suitable to be implemented in real-life situations. However, the writer was only able to succeed in implementing several methods and approaches such as properly introduce the customer care and the company, asking the customer’s name, taking important notes, using polite language, listening to the customer’s problem carefully, speaking slowly and using simple language, repeating and summarizing the problem, offering the customer further assistance, and showing gratitude to the customer for calling. Behind the success of implementing all these approaches and methods, the writer often made careless mistakes such as forgetting to remember the customer’s name and forgetting the important details of the call. There are trial and error in every practice. By learning from the mistakes and opinions from the others, the writer could improve his skills in customer care service and successfully handled the customer well. During his internship, he had learned how to become a proper customer care staff by using the methods, approaches, and guides from his supervisor. In conclusion, by using the right approaches, the problems in making a phone call could be solved right away without making unnecessary efforts.